Grand Beach Hotel Bay Harbor

I stayed at this hotel in December and while the property itself is nice, the customer service is absolutely awful… to the point where I would never stay here again. First, they do not allow swimming after sundown, which is bizarre for a Miami hotel. The pool area is beautiful at night, and shutting it down that early makes no sense. Annoying, but whatever that was the least of the issues. The real problem is the front desk staff. The women working the desk were consistently rude, short, and completely unprofessional. They openly held long, gossipy conversations at the front desk while guests were actively checking in. Worse, they talked negatively about guests out loud. At one point, another guest had an issue at the front desk, and instead of handling it professionally, the front desk employee went and discussed it with housekeeping and then with the valet. Everyone in the area knew there was a “problem.” That is wildly inappropriate and honestly embarrassing for a hotel. On top of all that, I have been trying to get an itemized receipt from this hotel for OVER FIVE WEEKS. • First call: I was placed on hold for over 20 minutes because they were “busy.” They took my email and said they would send it. Nothing. • Second call: same story. Still no email. • Tonight’s call: I was told it was emailed (it wasn’t). When I asked what else could be done or who I could speak to, I was told to “call Daniel tomorrow.” When I asked for the employee’s name, she refused to give it to me, saying she doesn’t give out her name over the phone. That alone tells you everything you need to know. This place is mad weird. The front desk staff has zero customer service skills, zero professionalism, and clearly no accountability. A hotel can look nice, but if the people running it behave like this, it’s not worth it. I would never stay here again and would not recommend it to anyone who expects basic professionalism or respect as a guest.

5 calls made to front desk and unanswered. No call backs 10 am on a Thursday

We had a wonderful stay at this hotel and couldn’t have asked for a better experience. The location is outstanding—perfectly situated near great shopping and excellent restaurants, making it easy to explore and enjoy the area. The views are absolutely beautiful, with stunning sights of the water and Miami Beach that we never tired of. The staff were consistently friendly, welcoming, and attentive throughout our stay. A special mention goes to the manager, Daniel, who was incredibly helpful and went out of their way to make sure everything was just right for us. Their personal attention truly made a difference and has guaranteed that we will return here for future vacations.